Modification History
HLT07 Version 4 |
HLT07 Version 5 |
Comments |
HLTAMBFC301C Communicate with clients and colleagues to support health care |
HLTAMBFC301D - Communicate with clients and colleagues to support health care |
Unit updated in V5. ISC upgrade changes to remove references to old OHS legislation and replace with references to new WHS legislation. No change to competency outcome. |
Unit Descriptor
Descriptor |
This unit covers the skills required to exercise effective communication skills with clients and colleagues to support the delivery of client care services within the health industry |
Application of the Unit
Application |
This unit applies to work in a range of health settings where direct client contact is involved Application of this unit should be contextualised to reflect any specific workplace communication requirements, issues and practices |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Not Applicable
Employability Skills Information
Employability Skills |
This unit contains Employability Skills |
Elements and Performance Criteria Pre-Content
Elements define the essential outcomes of a unit of competency. |
The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Exercise effective communication techniques |
1.1 Use verbal and non-verbal communication constructively to achieve planned work outcomes 1.2 Ensure all communication with clients and colleagues reflects an understanding and respect for individual differences and needs 1.3 Introduce oneself appropriately when required 1.4 Use interviewing and active listening techniques where needed to identify and confirm work and/or client requirements 1.5 Ensure communication is clear and relevant to situation, context and activities undertaken 1.6 Use touch and other non-verbal means of communication prudently, carefully and only as appropriate 1.7 Seek advice about communication difficulties with clients or colleagues from supervisor or other appropriate person and implement as required 1.8 Seek advice and assistance from appropriate sources as required to maintain and develop effective communication skills 1.9 Adjust own style to incorporate advice that addresses performance issues to maintain the agreed standard of effective communication |
2. Convey and receive information using available modes of communication |
2.1 Use communication codes and equipment correctly 2.2 Acknowledge and/or clarify information received using active listening 2.3 Check to ensure information conveyed has been received and correctly understood |
3. Follow routine instructions |
3.1 Ensure workplace instructions are interpreted correctly and carried out within agreed time frames 3.2 Seek clarification of work instructions when required to ensure understanding 3.3 Refer any difficulties in carrying out instructions to supervisor or appropriate person to ensure required work outcomes |
4. Communicate with clients |
4.1 Establish rapport through open, sensitive and confident manner 4.2 Inform client (or their agent) about client care procedures in a manner, and at a time consistent with the overall needs of the client and situation as a whole 4.3 Obtain information from client or others showing the firmness, sensitivity and respect for confidentiality demanded by the situation 4.4 Recognise and respect religious, social and cultural differences between individuals that may require special communication skills or client care procedures |
5. Complete reports as required |
5.1 Complete reports/records as required to the standard expected in the workplace 5.2 Ensure reports are clear and accurate and completed correctly within identified time frames |
6. Present a positive image of the organisation to the public |
6.1 Conduct communication with the public in a courteous manner and respecting privacy 6.2 Ensure standards of personal presentation are appropriate to the organisation |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge: The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role This includes knowledge of:
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Essential skills: It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role This includes the ability to:
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Evidence Guide
EVIDENCE GUIDE |
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The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package. |
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Critical aspects for assessment and evidence required to demonstrate this competency unit: |
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Access and equity considerations: |
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Range Statement
RANGE STATEMENT |
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The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts. |
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Individual differences and needs may include: |
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Communication includes: |
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Communicating effectively will be carried out within requirements established by: |
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Exercising effective communication skills includes |
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Appropriate persons may be from within or outside the organisations and may be: |
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Communication equipment may include, but is not limited to: |
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Communication relating to client care procedures include giving due regard to: |
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Instructions may include: |
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Reports may be verbal or written and may include: |
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Employer rights and responsibilities may relate to: |
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Designated knowledge/skill development may relate to: |
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Unit Sector(s)
Not Applicable